Team Lead - Priority Support Center

Tata Tele Business Services (TTBS); Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Tata Tele Business Services (TTBS) in India seeks a Team Leader to oversee operations of an integrated contact center serving Priority customers on Voice and Data products. You will drive KPIs, escalations handling, and team motivation to meet service levels and quality.

The role requires 3–4 years in BPO with 2 years in a Team Leader capacity, with strong people management and process improvement skills, ensuring compliance and customer-centric service.

Qualifications

• Graduate (Science/Business)
• Minimum 3-4 years of experience in the BPO segment with 2 years in a Team Leader position.
• Hands on experience in workforce management, process reengineering, people handling and customer interaction.

Responsibilities

• Responsible for handling teams in an operations of an integrated contact center for Voice & Data products for Priority customers.
• Handling escalations on Voice & Data products
• Managing team KPIs/KRAs
• Motivating the team to achieve goals
• Developing bonding among team members for shared goals
• Collecting, sharing and implementing customer feedback
• Planning and executing day-to-day operational parameters of the team
• Ensuring statutory compliance and audits
• Developing customer focus within the team
• Controlling absenteeism, attrition, shrinkage and floor monitoring
• Providing leadership and development among agents including ER & floor activities
• Cultivating a trained, multi-skilled team and implementing performance reviews

Skills

Operations management

Customer centricity

Data & voice products

Call center operations

Team management

Dynamic teams leadership

Education

Graduate (Science/Business)

Job description

Job responsibility

• Responsible for handling teams in an operations of an integrated (calls/emails/complaints) contact center for Voice & Data products (including all KRAs and KPIs defined for this process) for Priority customers
• Handling of escalations on Voice & Data products
• Handling team KPIs/KRAs
• Keeping the team continually motivated in achieving the team goals
• Developing a strong bonding between the members in the team so that they can share the same collective goal
• Creating an environment of collecting, sharing and implementing of customer feedback
• Responsible for planning and execution of the day to day operational parameters of the team
• Ensure statutory compliance and compliance to all internal & external audits
• Develop high level of customer focus within the team
• Having a strong hold on absenteeism, attrition, shrinkage and floor monitoring
• Provide effective leadership and development amongst the agents of the contact center, including ER & floor activities
• Responsible to Cultivate a strong, informed, multi skilled and well-trained team
• Implement performance management and performance review processes

Span of control:

Geographic - Pan India

No. of reports (direct & indirect)- if any

Key Customer

End customer, authorized signatories, clients

Internal teams

Skills

• Strong operations skills for handling absenteeism, attrition, shrinkage and floor monitoring
• Customer centric and high focus on customer facing processes
• Excellent grip on high end data and voice products
• Excellent hands on experience in handling call center & complaint management operations for high end customers
• Team management skills
• Experience in handling a high potential dynamic teams

Qualification

Graduate (Science/Business)

Overall Work Experience

• Minimum 3-4 years of experience in the BPO segment with 2 years in a Team Leader position. Handling high end customer service call center and complaint management teams
• Hands on experience in work force management, process reengineering, people handling and customer interaction

Behavioural Attributes

• Excellent people manager
• Strong customer focus
• Good analytical skills
• Strong communication and interpersonal skills
• Inclination towards innovation